Systems and Methods for Routing User Data

1. One or more non-transitory computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system, perform a method for initiating a phone call, the method comprising: using a receiver to receive a request to initiate a phone call, the request being input into a screen associated with a website or application, the request comprising user session-state metadata, said user session-state metadata including a video of customer navigation in the website or application for a predetermined time period prior to selecting to initiate the phone call; and in response to the receipt of the request to initiate the phone call, using a transmitter to transmit the user session-state metadata over a data communications network to a remote call center platform, wherein the mobile application is configured to: map one or more pieces of session-state metadata to an interactive voice response (IVR) system of tagged data; and generate one or more caller intent IVR tags for the metadata prior to transmission.

2. The media of claim 1 wherein, in the method, the application is a web-based application.

3. The media of claim 1 wherein, in the method, the metadata includes data input by the user into the website or application.

4. The media of claim 1 wherein, in the method, the metadata includes a selection executed by the user on the website or application.

5. The media of claim 1 wherein, in the method, the metadata includes an authentication status of the user.

6. The media of claim 1 wherein the method further comprises: using the receiver to receive an access number and an expiry time from the remote call center platform; and using the transmitter to transmit a request to a phone call dialer application to call the access number.

7. The media of claim 6 wherein the method further comprises: using the phone call dialer application to call the access number using a communications network; and using the phone call dialer application to pass the access code over the communications network through dual-tone multi-frequency signaling (“DTMF”).

8. Apparatus for initiating a phone call, the apparatus comprising: a receiver configured to receive a request from a user to initiate a phone call, the request being input into a screen associated with a website or application, the request comprising user session-state metadata, said user session-state metadata including a video of customer navigation in the website or application for a predetermined time period prior to selecting to initiate the phone call; and a transmitter configured to transmit, in response to the receipt of the request to initiate the phone call, the user session-state metadata over a data communications network to a remote call center platform.

9. The apparatus of claim 8 wherein the metadata includes user authentication data input by the user into the website or application.

10. The apparatus of claim 8 wherein the call center platform is configured to transmit the metadata to an agent desktop.